Sr. Quality (Customer Experience) Program Manager, eero CS

$104,100 - $185,000/Yr

Amazon - Seattle, WA

Full-time - Senior

Seattle, WA

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Sr. Quality (Customer Experience) Program Manager at eero is responsible for overseeing the quality of customer support services, ensuring exceptional service delivery. This role involves developing quality standards, analyzing customer feedback, and collaborating with teams to enhance the customer experience. The manager will lead a team of Quality Auditors and work on continuous improvement initiatives to optimize service quality.

Responsibilities

• Serve as the subject matter expert on quality standards and develop methods to evaluate and measure performance
• Own the quality program strategy, end-to-end delivery, and communicate results to senior leadership
• Work collaboratively with vendor and internal teams to monitor quality trends and implement strategies to maintain and improve performance
• Analyze customer feedback, including satisfaction surveys, quality audits, and social media, to identify pain points, trends, and opportunities for optimization specific to the eero brand
• Act as the lead facilitator for calibrations, ensuring all reviews are consistent with defined scoring methods
• Manage and develop a high-performing team of Quality Auditors to meet agreed-upon objectives and enable continuous improvement
• Partner with Learning and Development teams to recommend new and update existing training materials to enhance agent skills and customer experience

Requirements

• 8+ years of program or project management experience
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership
• 5+ years of program or project management in Quality and Customer Experience
• Proficient in analyzing customer satisfaction metrics (CSAT, CES, NPS) and using data to drive improvements
• Skilled in owning program strategy, end-to-end delivery, and presenting to senior leadership
• Thrive in a fast-paced, start-up environment and demonstrate a tenacity to develop ideas independently

Nice-to-haves

• 5+ years of owning Quality programs across multiple geographies
• Experienced in vendor management and working collaboratively with strategic partners
• Knowledge of contact center operations and digital customer experience principles
• Excellent communication skills, both verbal and written, with experience in vendor, client, or customer-facing roles
• Experience with process improvement and automation (e.g., LEAN Six Sigma, Process Management)
• Expertise in designing a strategic quality roadmap
• Proven track record of taking ownership and delivering results
• Strong prioritization and time management skills to meet multiple deadlines

Benefits

• Medical, financial, and other benefits
• Equity and sign-on payments as part of total compensation package